Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kayliana Brooks

Tonawanda ,NY

Summary

Accomplished Direct Support Professional with a proven track record at OPWDD, enhancing client independence through compassionate caregiving and effective behavioral management. Skilled in client documentation and safety protocols, achieving a significant improvement in client well-being and autonomy. Demonstrates strong decision-making support and dedication to client progress. Organized and dependable candidate successful at managing multiple priorities with positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience

Work History

Direct Support Professional

OPWDD
06.2024 - Current
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Managed crisis situations effectively, maintaining calm and ensuring safety of clients and staff.

Direct Support Assistant

Arc Erie County
04.2023 - 06.2024
  • Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
  • Kept clients engaged in social networks and communities for personal health and growth.
  • Arranged transportation and accompanied patients to doctors' offices and errands.
  • Organized recreational outings that fostered socialization skills among clients while encouraging community integration.
  • Transported clients to appointments, social events, and community activities as needed for their individual growth and development.
  • Promoted a safe, clean, and comfortable living environment to ensure client satisfaction and wellbeing.
  • Developed essential life skills in clients through structured training programs focused on personal hygiene routines, meal preparation tasks, housekeeping responsibilities.
  • Managed financial matters for clients such as budgeting assistance, bill payments, and benefits coordination.
  • Enhanced client independence by providing personalized support and skill development plans.

Cashier Team Lead

Chick-fil-A
12.2022 - 04.2023
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Assisted customers by answering questions and fulfilling requests.
  • Communicated with customers and team members to solve problems.
  • Processed both cash and card purchases and returns.
  • Restocked and organized merchandise in front lanes.

Customer Service Representative

Northwest Bank
04.2022 - 12.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Service Cashier

Aeropostale
05.2021 - 07.2022
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Counted money in drawers at beginning and end of each shift.

Cashier

Delaware North
06.2021 - 09.2021
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Assistant Manager

Family Dollar
02.2020 - 03.2021
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Cashier

McDonald's
04.2018 - 03.2021
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.

Education

High School Diploma -

Charter School For Applied Technologies
Buffalo, NY
06.2020

Skills

  • First aid and safety
  • Behavior redirection
  • Client Support
  • Compassionate Caregiving
  • Medication Administration
  • Behavioral Management
  • Client documentation
  • Housekeeping tasks
  • Decision-making support
  • Health and safety requirements
  • Direct Patient Care
  • Transportation
  • Appointment Scheduling
  • Client Transportation
  • Goal Setting
  • Social Skills Development
  • Recreational Activities
  • Progress Documentation

Timeline

Direct Support Professional

OPWDD
06.2024 - Current

Direct Support Assistant

Arc Erie County
04.2023 - 06.2024

Cashier Team Lead

Chick-fil-A
12.2022 - 04.2023

Customer Service Representative

Northwest Bank
04.2022 - 12.2022

Cashier

Delaware North
06.2021 - 09.2021

Customer Service Cashier

Aeropostale
05.2021 - 07.2022

Assistant Manager

Family Dollar
02.2020 - 03.2021

Cashier

McDonald's
04.2018 - 03.2021

High School Diploma -

Charter School For Applied Technologies

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Kayliana Brooks